Macaws AIMacaws AIPrivacy Notice

Macaws AI — Terms of Service

AI receptionist service · Version 1.0 · Effective 14 September 2026

These terms are between FairFax Group Ltd (company number 14517057, registered office Growth Accountants Ltd Merlin House, Brunel Road, Rg7 4ab, England, RG7 4A) — "we" and "us" — and the business that signs up for the service — "you". They apply from the moment you tick the box to activate your receptionist, and to every call it takes after that.

In plain English (a summary, not part of the contract):

  • You get an AI receptionist that answers your calls, books appointments and takes messages.
  • Every call is recorded and the caller is told so at the start. Recordings are deleted after 90 days.
  • It is software. It can misunderstand. You check its bookings and messages, and you keep its knowledge accurate.
  • You pay monthly for the plan you chose. You can cancel at any time and the service runs to the end of the period you have paid for.
  • Your callers' details are yours. We handle them on your instructions.

1. The service

1.1 We provide an automated telephone receptionist ("the receptionist") that answers calls to a phone number we provide, or that you forward to us, and speaks with callers using artificial intelligence. Depending on the options you choose, it can answer questions from the knowledge you give it, take messages, capture callers' details, book appointments in a calendar you connect, transfer calls to numbers you specify, and send what it captures to you and to a CRM you connect.

1.2 The service includes an online account where you and your team can listen to calls, read transcripts and messages, change the receptionist's settings and manage billing. Where your plan includes it, your staff can also place outbound calls through the account.

1.3 We deliver the service through a software platform that we do not operate ourselves. The companies that handle data in delivering the service are listed in our Privacy Notice at signal.macaws.ai/privacy.

1.4 The service is for businesses. By accepting these terms you confirm that you are acting for a business, that you are authorised to bind it, and that you are at least 18 years old.

2. Setting up and looking after your receptionist

2.1 We build the first version of your receptionist from what you tell us about your business and, if you give us your website address, from the pages of your website. It is a draft. You must read it and correct it before you make it live: the receptionist will say what you leave in it.

2.2 You are responsible for the receptionist's knowledge — services, prices, opening hours, policies and answers — being accurate and lawful, and for keeping it up to date. If your prices change and you do not tell the receptionist, it will quote the old ones.

2.3 You decide what the receptionist asks callers for. You must not set it to ask for payment card numbers or passwords, and you must not set it to ask about health, religion, sexuality, criminal matters or other sensitive subjects unless you have a lawful reason and a privacy notice that covers it.

2.4 You are responsible for everyone you invite into your account and for keeping your login details secret. Tell us at once if you think someone else has got in.

3. Phone numbers and calls

3.1 Phone numbers are supplied through our telecoms carrier. A number we provide remains ours (or the carrier's) and is for your use for as long as you are subscribed. After your subscription ends we hold the number for 7 days, then it is released and cannot be reclaimed.

3.2 If you forward your own number to us, you keep it. You remain responsible for it and for your own carrier's charges.

3.3 Calls travel over public telephone networks and internet services that we do not control. We do not promise that every call will connect, be answered or be recorded, and we are not responsible for failures in those networks.

3.4 Where you use the account to make outbound calls, you are responsible for complying with the rules on marketing and unsolicited calls where you and the people you call are — the Privacy and Electronic Communications Regulations and the Telephone Preference Service — and for what is said on those calls.

4. Call recording, transcripts and the announcement

4.1 Calls the receptionist answers are recorded and transcribed where technically possible, and so are outbound calls made through the account. Recording is on unless you switch it off for a receptionist in your settings. When recording is off, no recording is made and no transcript is kept; the receptionist still keeps a summary of each call and the details the caller gave, because that is what it is for.

4.2 At the start of every recorded call the receptionist tells the caller that the call is recorded. The words it uses are: "This call is recorded for quality and training purposes." You agree not to remove or alter this announcement, and you accept that it is spoken before anything else. When recording is off, the announcement is not spoken. Call-backs (clause 4.6) are not announced as recorded.

4.3 Recording calls, and telling people about it, are governed by the law where you and your callers are. You are responsible for making sure that recording is lawful for your business — including where the law requires the agreement of everyone on the call — and for having your own privacy notice for callers. We provide the announcement; we do not advise you on whether it is enough for your circumstances.

4.4 Recordings are kept for 90 days from the call and then deleted automatically. Transcripts, call summaries and the details the receptionist captured are kept for five years from the call, then deleted. When your account closes, everything is deleted within 60 days, except what we must keep by law (for example, billing records).

4.5 Recordings and transcripts are for running your business — checking what was said, training your staff, resolving disputes. You must not publish them or use them in ways the caller would not reasonably expect.

4.6 If you switch call-backs on, the receptionist may ring a caller back once — for example when a call ended before it was clear what the caller needed. It calls from the number they rang, only within your business hours and never before 8am or after 8pm in their time zone, and not if they have rung again or you have called them since. A call-back is not announced as recorded; its audio is deleted within one day, and its transcript and summary are kept as in clause 4.4. You are responsible for making sure that calling your callers back this way is lawful for your business.

5. Your callers' data

5.1 You decide why and how your callers' details are collected and used, so under data-protection law you are the controller of that data and we are your processor, acting on your instructions. Schedule 1 sets out how we do that and forms part of these terms.

5.2 You must have a lawful basis for the receptionist's collection of callers' details, and a privacy notice that covers it. The notice we publish at signal.macaws.ai/privacy explains our part; it does not replace yours.

5.3 Where you connect a CRM, calendar or other system, we send data to it on your instruction. What that system does with the data is between you and its provider.

6. Acceptable use

You must not use the service to break the law or the rights of others; to harass, threaten, deceive or impersonate anyone; to make unsolicited marketing calls or messages in breach of clause 3.4; to give the receptionist instructions designed to make it lie, discriminate or abuse; to collect data you are not entitled to; or to probe, copy, resell or reverse-engineer the service. We may suspend the service immediately if we reasonably believe you are doing any of these things.

7. What the receptionist can and cannot do

7.1 The receptionist is automated software using artificial intelligence. It can misunderstand what a caller says, mishear names and numbers, book the wrong time, or give an answer that is wrong or out of date. It works from the knowledge you give it, and it can still make mistakes with that knowledge.

7.2 You must check bookings, messages and captured details before you rely on them. You remain responsible for your dealings with your customers.

7.3 The receptionist cannot call the emergency services for a caller and is not a replacement for emergency or urgent care. If your callers may be in an emergency, you must set the receptionist up, and tell your customers, accordingly.

7.4 The receptionist does not give professional advice. Anything it says that sounds like medical, legal or financial advice comes from your content, not from us, and you are responsible for it.

7.5 We do not guarantee any particular outcome — calls answered, appointments booked, sales made — and we do not promise that callers will take the receptionist for a person. When asked, it says that it is a virtual assistant.

8. Fees and payment

8.1 You pay the fees for the plan you chose when you activated your receptionist: the monthly price, any set-up fee, and the number of call minutes included. Minutes beyond your allowance are charged at the per-minute rate shown for your plan. Prices exclude VAT, which is added where it applies.

8.2 Monthly fees are billed in advance. Usage beyond your allowance is charged as it builds up: when it reaches the amount shown for your plan, or at the end of the month, whichever comes first. Payment is by card through our payment processor, and you authorise us to charge your card for these amounts.

8.3 If a payment fails we will tell you and try again. If it is still unpaid after 14 days we may suspend the service until it is paid.

8.4 We may change our prices by giving you at least 30 days' notice by email. If you do not want to pay the new price, cancel before it takes effect.

9. Trials, cancellation and ending the service

9.1 If your plan begins with a free trial, the trial terms shown when you signed up apply. Unless you cancel before the trial ends, your subscription starts and your card is charged.

9.2 You may cancel at any time from your account or by emailing sales@macaws.ai. Cancellation takes effect at the end of the billing period you have paid for, and the service runs until then. We do not refund fees for part of a billing period.

9.3 We may end these terms with 30 days' notice, or immediately if you break them seriously, do not pay, or use the service in a way that puts us, the platform or others at risk.

9.4 When the service ends, your receptionist stops answering, your number is handled as in clause 3.1, and your data is deleted as in clause 4.4. Take copies of what you need before then.

10. Availability, changes and support

10.1 We aim to keep the service available at all times but cannot guarantee it. It depends on telecoms carriers, AI providers and cloud services outside our control, and it needs maintenance. We will try to schedule maintenance outside your busy hours and to warn you of anything significant.

10.2 We improve the service continually; features may change or be withdrawn. We will not remove something central to what you pay for without notice.

10.3 Support: email sales@macaws.ai, answered on business days.

11. Who owns what

11.1 We and our platform provider own the service and everything in it except your content. You own your business information, your knowledge, your recordings and transcripts, and your customers' data. You give us permission to use them only to provide the service to you and to keep it working.

11.2 The receptionist's configuration — its greeting, script and knowledge — is generated for you, and you may use it within the service.

12. Confidentiality

Each of us keeps the other's confidential information private and uses it only for these terms, except where the law requires disclosure or the information is already public.

13. Our liability

13.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law says cannot be limited.

13.2 Otherwise we are not liable for loss of profit, business, contracts or goodwill; for missed appointments or sales; for a caller's actions; or for indirect or consequential loss — however arising.

13.3 Our total liability to you, for everything arising in any twelve-month period, is limited to the fees you paid us in the twelve months before the event that gave rise to the claim.

13.4 You indemnify us against claims arising from your use of the service in breach of these terms — in particular unlawful recording, unlawful outbound calling, or instructions you gave the receptionist.

14. Changes to these terms

We may update these terms. We will email you at least 30 days before a change takes effect, and the current version is always at signal.macaws.ai/terms. If you keep using the service after that date, you accept the new terms; if you do not accept them, cancel before that date.

15. General

15.1 These terms, the plan details shown when you activated your receptionist, and our Privacy Notice are the whole agreement between us.

15.2 You may not transfer your account to anyone else without our consent. We may transfer these terms to a successor that takes on our obligations to you.

15.3 Notices to you go to the email address on your account. Notices to us go to sales@macaws.ai.

15.4 If a court finds part of these terms unenforceable, the rest still applies. Not enforcing a term is not a waiver of it. Nobody else has rights under these terms.

16. Law and disputes

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — after we have both tried, in good faith, to sort the problem out by talking first.

Schedule 1 — Data processing terms

S1.1 Roles. For the personal data of your callers and customers that the receptionist collects ("caller data"), you are the controller and we are your processor. For the personal data of you and your team as users of the service (account, billing and usage data), we are the controller; our Privacy Notice explains that.

S1.2 What we process for you. Call recordings and transcripts; callers' phone numbers and the times of their calls; the details callers give (typically name, contact details, address, the reason for calling and appointment times, plus anything else you set the receptionist to ask); summaries and categories the receptionist produces. For as long as you use the service.

S1.3 Our obligations. We will:

  • process caller data only on your documented instructions — these terms and the settings in your account are your instructions — unless the law requires otherwise, in which case we tell you first where we may;
  • make sure the people who handle caller data are bound by confidentiality;
  • protect it with measures appropriate to the risk: encryption in transit and at rest, access limited to those who need it, and records of access;
  • use only the sub-processors listed in our Privacy Notice, give you at least 30 days' notice before adding or replacing one, and let you object on reasonable grounds;
  • help you respond to callers' requests about their data, and with data-protection impact assessments, as far as we reasonably can;
  • tell you without undue delay, and in any case within 48 hours of becoming aware, if a personal data breach affects caller data;
  • delete caller data at the end of the service as clause 4.4 says, unless the law requires us to keep it;
  • give you the information you reasonably need to show that these terms are being kept, and allow audits on reasonable notice, once in any twelve months and at your cost, unless a regulator requires otherwise.

S1.4 International transfers. Some of our sub-processors process data outside the United Kingdom. Where they do, we rely on the UK International Data Transfer Agreement, or the UK Addendum to the EU standard contractual clauses, with each of those providers.

S1.5 Duration. These terms apply for as long as we process caller data for you.